We deliver around the world to over 100 countries. With a highly experienced Warehouse Team and a range of shipping services, you can be sure your goods are in the greatest care.
Here are some of our frequently asked questions.
How will my items be delivered?
We offer three main delivery options:
Items that are over 85kg and/or require delivery to the 3rd floor or higher will incur additional surcharges, orders that include multiple large items may also incur additional surcharges – for large orders or orders that require delivery to the 3rd floor or higher please contact our team for assistance.
Please ensure you check and measure the access to your property and make us aware of any possible difficulties in delivering your order at your earliest opportunity. Things to consider include:
To provide you with the best support, Atlas of London also offer the following additional services (charges apply):
Customers must give Atlas 48 hours’ notice to cancel a delivery; otherwise, the original delivery charge plus a re-arrangement fee applies. If no one is home at the scheduled time, a Failed Delivery Charge will apply.
There are occasions where it may be necessary to use another carrier. Depending upon your delivery location, delivery requirements and courier availability, your delivery may instead be made by one of our following trusted couriers; Pauls Couriers, Apollo, SmartVan, or DHL.
Other additional services we offer within the UK:
What are my options?
Standard delivery for small/medium items – Orders containing these items will typically arrive with you within 4-10 days (depending upon the final destination) following dispatch from our UK warehouse. Your order will be delivered by one of our preferred courier partners, TNT or FedEx who both offer a fully trackable service. All items purchased that are in-stock will typically be sent out to you within one to two working days. All orders placed after 2pm (UK time) for in-stock items will be processed the next working day. Where items are not in-stock, lead times apply as shown on our website.
Standard delivery for oversized/fragile/bulky items and large orders – Orders containing these items will typically arrive with you within 4-6 weeks (depending upon the final destination) following dispatch from our UK warehouse. For EU deliveries, this transit time is typically shorter, taking 1-2 weeks to arrive with you following dispatch. Your order will in most cases be delivered by one of our preferred freight forwarders on a road or sea freight service. Tracking is unfortunately not available for this service, instead, our International Logistics Co-ordinator will be sure to provide you with an estimated sail date from the UK and an estimated arrival date into your chosen port by email. In-stock orders may require up to 10 days for palletising, documentation and collection. Where items are not in-stock, lead times apply as shown on our website.
The timeframes given above are averages and cannot be guaranteed. We have no control over the speed of the clearance/importation - your local customs office are solely responsible for this process. Additional time is sometimes required for customs clearance. For more information regarding orders in transit or with customs, please contact your local customs office.
We kindly ask that any pallet/crate wood and packaging is disposed of safely and in an environmentally friendly way.
Do you offer packaging removal, installation or assembly?
Currently, we do not offer packaging removal, on-site installation or assembly for international orders. Please see section 8 of our Terms & Conditions for full details. This may be a service you can arrange with your local delivery team or third-party provider, but in this case you would solely be responsible for arranging this and the works carried out.
You are solely responsible for checking your country’s unique policies and rulings with regard to import and should be sure to contact your local customs office in advance for all necessary information and advice about your countries import requirements.
Here at Nest, there are a couple of things we are already aware are needed for smooth customs clearance in certain locations based on our previous experience.
Please note – the following is a limited list, advice should be sought from your local customs office directly for full and accurate details. We cannot be held responsible for any costs incurred from the release of goods from any customs office or any refusal to accept any goods into your country.
What if I am shipping to the EU?
We require your EORI (Economic Operators Registration and Identification) number before dispatching any orders to Europe (excluding Ireland and Northern Ireland) via freight. This number is needed for all customers —residential and business — as hauliers cannot collect or ship goods without it. If you don’t have an EORI number, you can request one from your local Revenue and Customs office. For guidance, please see: https://www.gov.uk/eori.
Please note, orders cannot be shipped overseas without an EORI number and will need to be cancelled and refunded if it cannot be provided (charges may apply).
What if I’m shipping the South Korea?
We require your ‘PCCC’ code before dispatching your order. The “Personal Customs Clearance Code” (PCCC) replaces the Resident Registration Number (RRN) for shipments of personal goods to and from South Korea and helps protect personal information. The PCCC is 12 digits, starting with “P” (e.g., P123123123123), and is issued by the Korean Customs Service. Korean citizens can generate one instantly via the official website (https://www.customs.go.kr/kcs/main.do, Korean language only) using their Accredited Certificate, or obtain it within 1–2 business days by email or fax to their local Main Customs Office.
What if I am shipping to Brazil?
We require your CPF/Tax ID number before we can dispatch your order. ‘CPF’ stands for “Cadastro de Pessoas Físicas,” which is a Brazilian taxpayer ID number for individuals. This is required by Brazilian customs for compliance with tax and import regulations for all orders shipped to Brazil. Please contact your local customs office for support in obtaining or locating yours or for further help and guidance.
Are you aware of any shipping restrictions?
We’re aware of a few but there are many unknown to us as these are your local laws and regulations specific to your delivery location, please contact your local customs office for full and accurate information.
For orders travelling to South Korea, if you are ordering more than one of the same light, regulations require these to be imported separately and therefore individual orders would need to be placed. Delivery fee’s and charges associated with importation will be affected as a result.
For orders travelling to Australia, containing wooden items, fumigation may be required. If required, additional charges will be applied locally for which you are responsible.
Do I require any specific documentation?
All orders shipped from Nest are dispatched with a Commercial Invoice as required by the shippers. This is shared directly with the carriers on your behalf. The Commercial Invoice includes information such as but not limited to country of origin, commodity code, values, etc.
You as the customer, are the importer of your goods and are therefore fully responsible for completing this process correctly. We cannot be held responsible for any costs incurred from the release of goods from any customs office and this matter should be resolved directly between yourself and the customs office in question.
Will I be charged to import my order?
From 1st January 2021, all orders travelling outside the UK (excluding Ireland) will be subject to pay VAT at their countries rate upon import. This will be payable along with the duty due on the order. All our international orders are shipped according to the Incoterms® 2020 standards and travel by the Delivered At Place (DAP) term unless pre-agreed with you at the time of order. See section 8.9 of our Terms and Conditions for more information.
How much will I be charged to import my order?
Each country has their own percentage rate. This information can be obtained from your local customs office. It is your responsibility as the importer to ensure the correct rate of VAT and duty is paid upon import and we’d advise you to check the values of your country’s import rules and regulations with your local customs office.
When will I be charged?
Local importation and customs fees, duties, taxes, etc may be charged by the carrier of your goods during the transport of your order to you, when arranging local delivery to you, upon delivery to you or after delivery has taken place. It is most common that these fees are taken prior to organising local delivery to you, however, depending upon the carrier used, this process can vary.
Can I lower the invoice value to reduce charges?
Unfortunately, not. It's illegal - this is customs fraud.
Can I collect my order?
We offer a collection service from our Sheffield warehouse. Collection is available between 9am and 4pm, Monday to Friday (excluding public holidays).
How will I know my order is available for collection?
If you place your order before 5pm and the items you’re ordering are in stock, you will be able to collect them any time after 12 noon the very next day (Monday-Friday only). If you place an order for items that have a lead time but you wish to collect them, we will contact you as soon as they arrive with us and are ready for collection.
When do I collect from?
Once your order is ready to collect, our team will confirm by email the collection address and opening hours.
Do I need to bring anything with me?
Please provide your order number and a form of identification as proof of purchase upon arrival at our warehouse. Please check before collecting to ensure your vehicle is suitable in size and load capacity for your order. We cannot help you to load the goods due to insurance liability. Please see section 7.4 in our Terms & Conditions for full details.
Not as standard practice, no. Orders containing more than one item, will be dispatched to you in one delivery, as soon as all items have arrived at our UK warehouse.
What if I need an item sooner?
Where required, we can look to split your order, however, additional charges may apply. Please contact our team for further information.
This varies depending on the method of transport for your order.
Courier Dispatches UK (DPD)
You will receive a confirmation email and text message with tracking details for all courier dispatches.
Courier Dispatches European & International (TNT/Fedex)
You will receive a confirmation email with tracking details for all international courier dispatches.
European & International Freight Orders
You will receive a confirmation email from Nest’s own international logistics coordinator for all international freight orders travelling via air and/or sea once your goods have boarded the ship or plane for transit to you.
UK Dedicated Deliveries (Atlas of London)
Once the goods arrive in stock, Nest will email you with a notification and finalise any additional delivery details. Atlas will contact you directly to arrange a suitable day and time for all UK dedicated deliveries.
Where do you ship to?
We ship internationally to approximately 100 countries in various locations around the world.
Do you delivery to my door?
UK deliveries can be delivered to your door in most cases, please check the details in Section 1 above titled UK Mainland Delivery for more details. All International deliveries including Ireland are to door when the goods travel by our trusted couriers TNT and FedEx, all deliveries travelling by freight forwarder will be delivered to curb-side only and the delivery company will require assistance unloading larger items. All large and/or oversized and bulky deliveries to Brazil, Brunei, Chile & Nigeria will be to port only.
Can you deliver to a hotel or public space?
No, unfortunately not. Your goods must be delivered to a place of residence or business address only. Please refer to section 8.4 of our Terms & Conditions.
Can my order be left in a safe place of my choosing, e.g. the garden/porch/shed/bin?
Some carriers, with your authorisation will allow for alternative delivery locations to be used when you are not home however please know that any deliveries left unattended are left there at your own risk.
Unfortunately, we are unable to deliver all products listed on our website internationally for various reasons such as, but not limited to warranties, logistics and legal reasons. If your order is affected by this, we will contact you directly to discuss the options available to you.
The ETA has passed and I have not received my order or any updates. What do I do?
We are sorry you have not yet received your order. We provide estimated production time frames to give you guidance on when your order is expected to arrive. However, there are sometimes circumstances beyond our control which means that these are subject to change. We work closely with our suppliers to ensure that delays are kept to a minimum but there are times where they are unavoidable. Please contact us for more information.
My orders been dispatched but has not yet arrived and I cannot track it? What do I do?
Great news, your order is on route and should arrive with you soon. Some delivery methods do not offer tracking, in these cases our team can investigate and advise on the location and progress of your delivery. If you have received tracking but have not had a recent update, please contact our team for support.
My order shows as delivered but I have not received it?
Sometimes, couriers will deliver to a safe place, to a neighbour or to a pick up shop if you are not home or unable to accept delivery. Your tracking should provide you with details of this. Should you not be able to locate your delivery despite it showing as delivered, please contact our team for assistance.
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